OpenText Service Manager vs. Syncro

HP Service Manager (HPSM) is well suited for a big company and it does the job that it's intended to do but it's not perfect. It has a fairly large learning curve for searching Knowledge Management (KMs) and it takes time to learn how to be fast at creating/resolving tickets while on calls. I have been using HPSM for about 2 years now and we recently moved from the desk client to the web client and we are seeing a lot more issues than we did with the desk client. They keep coming out with updates for it so eventually most of our issues will hopefully be resolved. Overall the web experience is better as it looks more modern than what we used in the past.

Incentivized

SyncroMSP is great for MSPs starting out or wanting to keep their costs low. Some RMM software will charge per install - and price breaks only available as your base grows to a significant number. As Syncro is a "per agent" cost, the costs for an MSP are (a) known and (b) easily to manage as the team grows. The third-party integration element is very useful for MSPs looking to be able to not only onsell additional services, but the management of these services is simple for anybody to use

Incentivized

• Capacity management like maintaining CI's and their relations is good.
• Approvals with HPSM is a cake walk and quite logical.
• There is no wait for troubleshooting or help, HPSM tech help is always there.

Incentivized

• Due to the cloud based platform, we could scale the based on our needs relatively with ease.
• We also utilized the auto billing features which were convenience.
• The consolidation of both RMM and RSA decreased the amount of software we needed.
• Also, the user friendliness of the platform allowed employees to use easy.

Incentivized

• When you search Knowledge Articles, it is not like Google, and you need to learn how to search for what you need.
• It takes a very long time to close tickets in HPSM. Here are the steps to close a ticket. 1. Add notes. 2. Add KM 3. Click Resolve 4.Click Save 5.Click Close 6.Click Okay to Message (ticket has recently been modified) 7. Click Close.
• It's slow and sometimes crashes/freezes and you lose all the information you may have entered. I usually use notepad++ to gather all my notes and paste them into HPSM.
• When searching previous tickets the preview pane does not allow for sorting by date to have the most recent at the very top every time you pull up previous tickets. Sometimes there are pages and pages of previous tickets and you have to click and scroll to get what you need.
• I click on search KMs and it takes me to a blank page and I have to click the back button which then brings me to the search KM page.

Incentivized

• Better project management
• Ability to create teams

Incentivized

Too expensive for what it is and the lack of support and bug fixes is annoying

Incentivized

[We selected HP Service Manager because] HPSM is reliable.

Incentivized

Much easier to learn and use

Incentivized

• We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.

Incentivized

• The integrated AV solution with Bitdefender is very cheap - yet very a very high quality NGAV solution. It allows us to ensure our clients have access to an NGAV solution at an affordable price
• Syncro has allowed us to expend our business into new areas which were not able to be accessed previously. This means that we can now service our clients in different ways than previously.
• The fixed cost pricing allows our teams to understand what their costs are - but also allow us to grow the business and customer base with no increase in costs until we increase our technical team.

Incentivized